The document discusses Fox Entertainment's transition from using Unisys for deskside support to contracting with HCL. It outlines Fox's various divisions and user base, the issues with Unisys, Fox's search for a new vendor, and its selection of HCL. It then details HCL's plans to provide deskside support through a team of technicians using Remedy ticketing software starting in November 2009.

1. Desk Side Support

2. Fox Entertainment 4000 Users in USA Several Companies Fox Entertainment Group Twentieth Century Fox Twentieth Television Fox Filmed Entertainment Fox Television Studios Fox Mobile Searchlight

3. Currently FOX Entertainment has Level one Service Desk Support Users call Service Desk and Submits ticket FOX Service Desk tries to troubleshoot over the phone or uses Remote Tools or sent to Desk Side Support FOX Entertainment contracted with Unisys for Desk side Support issues Unisys Consist of 12 Technicians, Team lead, Project Manager Unisys uses Pairgrin Ticketing System Desk Side Support Mostly handles Physical issues.

4. Issues Unisys Contract up December 31, 2009 Unisys Quality of Work Price of Service

5. Options Fox Began Searching in Summer 2009 Fox researched Third Party Desk side Support Vendors IT IQ Solutions Inc Insight Global HCL

6. Third Party Desk Side Support In October 2009 FOX Entertainment Choose HCL

7. HCL HCL is an IT Staffing Firm that Contracts with Major Companies HCL partnered with many Manufactures HCL currently in 26 Countries Worldwide Headquarters in India. Currently has 60,000 Employees

8. FOX and HCL Contracted for 1 year

9. HCL Project Plans Hire 12 Desk Side Support Technicans, Team Lead, Project Manager Technicians Start November 2, 2009 Remedy Ticketing System

10. Process of Service Users call or email service desk for issues Service desk tries to troubleshoot over the phone or remotely. If can not be solved by service desk it is escalated to Deskside Support team.

11. HCL Responsibilities Resolve Tickets submitted in Remedy Communicate with user to plan to repair issue within: 5-10 Minutes for Critical Issues 10-15 Minutes for High Priority 15-30 Minutes for Medium Priority 30-60 Minutes for Low Priority Complete Projects System Installs

12. HCL Requirements Computers for Technician Work Bench Tools Blackberry for Communication and Email outside Badges for Access Remedy Database Golf Cart

13. Prototype Setup/Configure Remedy Database Access via Web based or Software Client Create test tickets

14. Training for Support Group Once Remedy is installed and working Training Schedule November 2 nd – November 20 th – Infrastuture November 23 th – December 6 th – Remedy Training December 8 th – December 12 th – Remedy Testing December 15 th – December 31 st – Partial Ticket Solving January 1 st – COMPLETE DESKSIDE SUPPORT

15. Remedy Training Requirements for Remedy Tickets User names the ticket is for The Issues Details what Level 1 support tried to do but failed. TIME, DATE, and LOCATION. What kind of issue(s) Hardware Software Network Resolution

16. Training for Fox Users will not notice a difference mainly because they contact Service desk. Service Desk are the only people who will see changes.

17. Testing Remedy Server is up and Running Support Team Receives Remedy Database info Support team received their logins Team is able to view the remedy layout Web Based Client

18. Testing (cont) Test Tickets Created Support Group Completes the required steps

19. Partial Support HCL Team resolves light tickets for half of the day